Emma L Merry
Leicester,United Kingdom
Summary
Results-driven professional with expertise in operational leadership, quality assurance, and compliance. Experienced in safeguarding, risk management, and performance management. Skilled in workforce planning, audit reporting, and service improvement, with strong capabilities in budget management and multi-agency coordination. Focused on service development and change management, with a successful background in case management within high-pressure environments.
Overview
23
23
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Temporary Rough Sleepers Worker
CGL
2026.05 - 2026.06
- Deliver outreach-based support to rough sleepers and vulnerable adults.
- Complete assessments, risk management, and referrals into housing, health, and treatment services.
- Work with multi-agency partners to improve stability, access to support, and engagement.
- Use a person-centred, harm-reduction approach with people facing complex barriers.
Deputy Head of Healthcare
Practice Plus Group
2025.09 - 2026.03
- Lead day-to-day service delivery with patient engagement at the centre of practice.
- Act on feedback to improve service quality, responsiveness, and consistency.
- Provide compassionate care within financial regulatory and CQC requirements.
Substance Misuse Practitioner – Temporary Role
Phoenix Futures
2025.04 - 2025.09
- Managed a caseload of service users with complex and high-risk needs.
- Delivered psychosocial interventions, motivational interviewing, and structured group work.
- Worked with GPs, mental health teams, probation, and housing services.
- Supported harm reduction, recovery, and accurate case recording.
Operations Manager
Care At Home Group
2025.01 - 2025.04
- Led daily operations, rotas, on-call cover, and care delivery.
- Improved compliance through audits, quality monitoring, and policy adherence.
- Led recruitment, supervision, and performance management.
- Managed budgets, payroll, billing, and complaints.
Substance Misuse / Homeless Outreach Worker – Temporary Role
CDAS Stoke-on-Trent Drug Service
2024.10 - 2025.01
- Supported clients with homelessness, mental health needs, and criminal justice involvement.
- Completed assessments, treatment planning, and risk management.
- Liaised with partner agencies to improve access to services and support.
- Maintained confidential records and recovery-focused casework.
Operations Manager
Midway Care Group
2024.04 - 2024.10
- Led residential and community-based learning disability services.
- Ensured compliance with statutory requirements, safeguarding, and quality standards.
- Completed audits and implemented improvements to strengthen service delivery.
- Supervised teams and managed budgets and resources.
Senior Quality and Performance Manager
Humankind Charity
2022.09 - 2023.11
- Managed performance tracking, data analysis, and NDTMS reporting.
- Developed quality frameworks, audit schedules, and governance processes.
- Drove improvement through feedback, risk management, and action planning.
- Supported service development, tenders, audits, and stakeholder work.
Operations Manager
UKAT: Private Addiction Rehabilitation
2021.09 - 2022.10
- Managed operations, staffing, maintenance, and resource allocation.
- Oversaw budgets, expenditure, and revenue performance.
- Led compliance, safeguarding, and clinical governance.
- Supported service growth and team performance.
Registered Manager
ARGF Limited
2020.11 - 2021.09
- Led day-to-day service management, ensuring safe, consistent, and person-centred delivery.
- Maintained compliance with regulatory, safeguarding, and quality requirements.
- Supported staff supervision, performance management, and service development.
- Worked with families, professionals, and external agencies to support positive outcomes.
Home Manager
United Children's Services
2019.01 - 2020.07
- Managed the operational running of the home, with responsibility for quality, safety, and staffing.
- Promoted a stable, nurturing environment focused on safeguarding and outcomes for children and young people.
- Oversaw rotas, staff guidance, and day-to-day service standards.
- Completed audits, addressed actions, and supported continuous improvement.
Service Manager
SMART CJS
2019.03 - 2019.07
- Provided leadership across service delivery, staffing, and operational coordination.
- Ensured services remained compliant, responsive, and aligned with organisational expectations.
- Supported team performance, problem-solving, and service improvement activity.
- Built effective working relationships with partner agencies and stakeholders.
Team Leader / Criminal Justice – Substance Misuse
Compass UK
2016.09 - 2019.03
- Led frontline criminal justice and substance misuse support, enhancing service delivery for people with complex needs.
- Collaborated with probation, courts, housing, and treatment partners to enhance engagement and improve client outcomes.
- Managed caseload oversight and coordinated service delivery, ensuring effective staff support.
- Supported risk management, recovery planning, and accurate record keeping.
Recovery Worker
Change Grow Live
2015.06 - 2016.09
Senior Substance Misuse Practitioner
Phoenix Futures
2014.04 - 2015.05
Senior Alcohol Recovery Worker – Pilot Role
Inclusion Healthcare CIC
2013.02 - 2014.04
Administration / Accounts / Payroll Clerk
Family Business
2009.12 - 2011.03
Arrest Referral Worker
We Are With You Charitable Trust
2009.03 - 2009.12
Deputy Manager
Midland Heart
2008.02 - 2009.03
Healthcare Assistant
CommuniCare Health Services
2007.06 - 2008.02
Healthcare Assistant
NHS
2005.05 - 2007.05
Care Assistant
Primelife
2003.02 - 2005.05
Education
Level 5 leadership and management - Healthcare
London School of Planning and Management (LSPM)
Leicester 2020.11 - 2022.11
Skills
- Crisis intervention strategies
- Case management
- Stakeholder engagement
- Service improvement
- Operational leadership
- Risk management
- Change management
- Workforce planning
- Quality assurance
- Financial resource allocation
- High-pressure leadership
- Partnership working
- Staff performance management
- Strategic development
- Needs support
Certification
Level 5 Diploma in Leadership and Management for Health and Social Care.
Timeline
Temporary Rough Sleepers Worker
CGL
2026.05 - 2026.06
Deputy Head of Healthcare
Practice Plus Group
2025.09 - 2026.03
Substance Misuse Practitioner – Temporary Role
Phoenix Futures
2025.04 - 2025.09
Operations Manager
Care At Home Group
2025.01 - 2025.04
Substance Misuse / Homeless Outreach Worker – Temporary Role
CDAS Stoke-on-Trent Drug Service
2024.10 - 2025.01
Operations Manager
Midway Care Group
2024.04 - 2024.10
Senior Quality and Performance Manager
Humankind Charity
2022.09 - 2023.11
Operations Manager
UKAT: Private Addiction Rehabilitation
2021.09 - 2022.10
Level 5 leadership and management - Healthcare
London School of Planning and Management (LSPM)
2020.11 - 2022.11
Registered Manager
ARGF Limited
2020.11 - 2021.09
Service Manager
SMART CJS
2019.03 - 2019.07
Home Manager
United Children's Services
2019.01 - 2020.07
Team Leader / Criminal Justice – Substance Misuse
Compass UK
2016.09 - 2019.03
Recovery Worker
Change Grow Live
2015.06 - 2016.09
Senior Substance Misuse Practitioner
Phoenix Futures
2014.04 - 2015.05
Senior Alcohol Recovery Worker – Pilot Role
Inclusion Healthcare CIC
2013.02 - 2014.04
Administration / Accounts / Payroll Clerk
Family Business
2009.12 - 2011.03
Arrest Referral Worker
We Are With You Charitable Trust
2009.03 - 2009.12
Deputy Manager
Midland Heart
2008.02 - 2009.03
Healthcare Assistant
CommuniCare Health Services
2007.06 - 2008.02
Healthcare Assistant
NHS
2005.05 - 2007.05
Care Assistant
Primelife
2003.02 - 2005.05